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全面的CRT-261考試大綱，最新的考試題庫幫助妳輕松通過CRT-261考試

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最新的 Salesforce Service Cloud Consultant CRT-261 免費考試真題 (Q149-Q154):

問題 #149
Cloud Kicks uses the Service Console, Service agents freguently link related cases to each other, Service agents have asked to see the most recent feed activity on the related case without having to manually open the record.
Which feature should a Service Cloud consulatant recommend to improve the user experince?

A. Actions and Recommendations component
B. Quick Actions added to the case page
C. Macro to open related cases
D. Customized case hovers

答案：D

解題說明：
Explanation
Customized case hovers are the recommended feature to improve the user experience, because they allow service agents to see the most recent feed activity on the related case without having to manually open the record. Customized case hovers are pop-up windows that display information about a case when an agent hovers over a case number or name in the Service Console. The information can be customized to include fields, related lists, or feed items from the case record. Verified References: : Customize Case Hovers

問題 #150
Universal Containers (UC) wants to automate the process of case creation. While conducting a business process review, the consultant learned that in some instances, customers provide UC with digital pictures of the problem. The average attachment size was 34 MB.
Which solution should a consultant recommend?

A. Outlook Integration
B. Web-to-Case
C. On-Demand Email-to-Case
D. Email-to-Case

答案：D

解題說明：
Email-to-Case is a Service Cloud feature that allows you to automatically create cases from incoming emails sent to your company's support addresses. Email-to-Case can handle emails with attachments up to 25 MB in size (minus any text in the email). Email-to-Case also preserves email formatting and supports HTML emails with embedded images. Email-to-Case is suitable for customers who provide digital pictures of their problems as attachments. Verified References: Service Cloud Consultant Certification Guide & Tips, Email-to-Case Overview

問題 #151
Universal Containers wants to reduce the clicks a Customer Support Agent uses when working on a case. This includes the time it takes to create, resolve, and close the case. Which three Salesforce productivity features should be used to accomplish this requirement? Choose 3 answers

A. Chatter
B. Macros
C. Quick Text
D. Publisher Actions
E. Omni-Channel

答案：B,C,D

問題 #152
Universal Containers wants to shorten the average call time in its contact centers by prompting the customers to enter customer number and identify their order and product information when they call for support. After providing this information, the customer should then have the option to speak a support agent if they still need help. Which system will help Universal Containers meet this requirement?

A. Order Management System
B. Automatic Call Distribution
C. Computer Telephony Integration
D. Interactive Voice Response

答案：D

問題 #153
Universal Containers wants to notify Support Managers when a new case have been untouched from more than two business days.
Which approach should a consultant implement?

A. Use Flow Builder to create a flow with scheduled path.
B. Estabalish case assignment rules.
C. Define case auto-response rules.
D. Configure case escalation rules.

答案：C

問題 #154
......

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